Business and vacation travel may be down, but American Airlines says customer satisfaction is up—and is rewarding about 71,000 employees for making it happen.
The Fort Worth, Texas-based airline awarded $10.6 million—about $150 per employee—to staffers who helped the organization achieve its fourth-quarter 2009 customer satisfaction goals.
The bonus is part of the airline’s annual incentive plan, which establishes monthly customer service targets and pays out up to $100 per month per employee in for achieving them. Eligible employees each have the potential to earn up to $1,200 a year.
In 2009, the airline handed out $35.1 million to its front-line employees for achieving the goals, which involve high scores for on-time performance, customer experience at the airport and onboard the plane, and for customers who say they’d recommend American.
Operations VP Bob Reding credits pilots, flight attendants and ticket counter and gate staff for the high marks.
Contact: Bob Reding, (817) 967-1577.
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